Overview

The dynamics of healthcare are shifting the patient paradigm in dramatic ways. The former patient is now both a consumer and a customer. The mantra of this new consumer is “convenient, fast, simple, and high value.” Their expectations for healthcare are similar to what they experience in other industries such as transportation, banking, short-stay rental housing, retail shopping online, same-day deliveries, and more. Smart mobile devices enable the customer to conduct transactions at any place and at any time, and without waiting in line. Healthcare providers need to offer customer service experiences similar to Apple, Amazon, Nordstrom, and other benchmark companies in order to stay competitive. The mindset of the new patient-turned-consumer has fundamentally shifted and there is no looking back. Anyone connected to healthcare needs to learn the profiles of the new consumer, better understand their behaviors, and comprehend their expectations as customers who have a choice. The patient paradigm shifts tells you everything a successful business needs to know about the powerful new healthcare consumer.

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9781631574092

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Reviews

Judy Chan thoughtfully articulates how the flow of data and information in the Digital Age is dramatically changing the relationship between physicians and patients, and forever altering the landscape of American medicine. The Patient Paradigm Shift is an insightful look inside modern healthcare and its many challenges and opportunities.AMA CEO James L. Madara, MD This thoughtfully conceived book covers the dramatic changes occurring in the United States healthcare system and carefully describes the impact on consumers and how they will seek and engage in care. It is pragmatic, immediately applicable, and educational. Judy's book helps every healthcare leader and manager understand how and why the nation is making the essential pivot toward more patient- and family-centered healthcare, and what they can do to prepare.--Mark Savage, Director, Health Information Technology Policy and Programs, National Partnership for Women & Families

Author Information

Judy L Chan, Founder and Principal, HealthPro Consulting, USA.

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